Hello everyone,
I’m posting here because I honestly don’t know what to do anymore and would like advice from the community.
I booked a private room in Madrid and discovered serious issues immediately:
The room is extremely humid. After sitting on the mattress for about an hour, my clothes were noticeably damp, even though it wasn’t hot. The air feels heavy and uncomfortable.
The mattress is very old and deformed, with a clear “hole” in the middle. It’s unstable and caused me back pain after a very short time.
Taken together, the room feels unfit for sleeping.
I reported the issue to the host and to Airbnb support the next morning, so immediately after discovering the problem.
What has shocked me most is the lack of support:
I opened a case and waited for hours with no reply in chat.
I called support multiple times. Agents promised call-backs that never happened.
One agent finally called, said he would “try to help” and call back — he never did.
In total, I was left without any resolution for about 9 hours, while repeatedly stating that I could not stay in the accommodation.
I also explained to support that I am a person with a burnout and currently in a state of severe exhaustion, and that being left without assistance in this situation caused significant distress. Still, no concrete help was provided.
At this point it’s evening, I’m still physically in the room only because Airbnb has not acted, and I feel completely abandoned by the platform.
My questions to the community:
Is it normal that Airbnb does not assist or relocate guests for many hours in a habitability case? Exactly the same happened to me in Dubai. And there I couldnt even call them because i had a data-only plan. For some reason in the year 2026 all calls are still being done over GSM and not internet. Whereas many Russian platforms have been offering in-app voice support for years.
Why are airbnb doing this and what should I do against them? I paid money and now they treat me like garbage.
What is the best next step in a situation like this?
I’m not trying to get anything unreasonable — just a safe, habitable place to sleep and fair handling of the case.
Thanks in advance to anyone who can share advice or similar experiences.
